Refund Never Processed!!!

I requested a refund on the 26th December and was advised that it has been raised and should take up to 7 working days to be processed. The 7 working days ended on the 6th January and when I called Pedro's today, the 7th, the lady I spoke to advised that she will contact the person she raised the refund request to. After a few minutes I received a message that my refund has been processed and will take 5 working days to appear on my account. Now what I don't understand is that after such a long time and after i was told that the refund has been requested why is it taking more days to process on top of the 7 working days it has already took? This clearly means that it was never processed to begin with, they just told me it would be processed just to get me off their backs... I'm so dusgusted at Pedro's for real!!!